Customer Success Manager, UpSlide

• At least 3 years of experience in Customer Success, Account Management, or a related client-facing role in a B2B environment
• Experience managing mid-market or large and multi-entity accounts with revenue responsibility
• A strong client-centric and value-oriented mindset
• A strong sense of ownership and accountability for account performance and outcomes
• Experience handling renewals, identifying expansion opportunities, and managing churn risks
• Confidence leading business conversations, including complex or challenging discussions
• Excellent written and verbal communication skills in French (65% of the job is in French)
• Excellent written and verbal communication skills in English (minimum C1)
• Strong analytical skills and comfort working with data, dashboards, and CSP tools (Planhat and/or Salesforce experience is a plus)
• Ability to build structured account plans tailored to client pain points and proactively execute them
• Ability to work independently while collaborating cross-functionally
• ✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why

Desirable

• The French Customer Success Team was created in April 2023 to help us achieve our business goals: Ensure our clients use our tool, are satisfied, and renew their contracts
• You will join a local team of 4 CSM
• Juliette, your future manager, will mentor you to help you achieve your goals
• You will also be part of a global community of 16 CSMs!
• Our team rituals: Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars
• As part of the France BU, along with Sales and other Success roles, you will be in charge of the France, Southerne Europe & Benelux markets
• Here is what is expected from each role in the BU:
• Business Development Associates: Client prospection
• Account Executives: New business acquisition and new entity expansion
• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment
• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, upsell within existing entities, value realization, and long-term account growth
• Account Ownership & Revenue Growth (50%)
• Own the business performance, strategy and health of your portfolio (Tier 1 & Tier 2 – France, Southern Europe & Benelux)
• Take full ownership of your portfolio (ARR, NRR, renewal, risk level)
• Build and execute structured account plans for 100% of accounts, with clear growth and retention objectives
• Proactively identify risks and expansion opportunities through data analysis
• Monitor account health through usage data, adoption metrics and stakeholder engagement
• Maintain accurate forecasting (churn, renewals, upsell potential)
• Ensure strong CRM discipline (Planhat & Salesforce accuracy and completeness)
• Customer Value & Expertise (40%)
• Drive measurable value and position UpSlide as a strategic partner
• Lead high-impact Business Reviews focused on ROI and value realization
• Lead complex or sensitive conversations with confidence and clarity
• Secure executive sponsors and build multi-threaded relationships
• Develop and maintain a strong product expertise and deep understanding of client industries and use cases
• Craft value-driven narratives tailored to stakeholder priorities
• Cross-functional Collaboration (10%)
• Align with internal teams to maximize customer outcomes and business impact
• Partner with Sales on account expansion strategy and mapping
• Collaborate with Professional Services when deeper deployment or training support is needed
• Work closely with Product and Support to relay structured feedback and improve customer experience
• Coordinate with international CSMs on shared accounts
• Contribute to Customer Success best practices and performance improvement initiatives
• To work on these tasks you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Planhat, Gong, PowerBI, Notion. You also need to be fluent in english and be able to work in an international environment
• 3 months
• Be familiar with UpSlide and our client industries
• Be signed off to give training sessions and business reviews
• 4-6 months
• Be autonomously managing your book of clients and handling day-to-day interactions
• Deepening your technical knowledge of UpSlide
• Adding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)
• 9 months
• Be on track to hit annual KPIs (NRR and churn rate)

• First interview to check your motivations with a Talent Acquisition representative - Video [20’]
• Experience interview with Juliette (Team Lead CSM) your futur Manager - Video [35’]
• Case study + Client & Culture fit - In-person [90’]
• Case study [75’] with Juliette & Matthieu (Head of Success)
• Client & Culture fit [15’], basically a coffee with Laurie (Head of Sales) & some CSMs
• Final business fit interview with Alexandra (COO) or Julien (CEO) - Video [25’]
• We'll conduct a reference check to learn how to help you thrive!
• ⚡ On average, our process lasts 3 weeks